"Express" checkout lane now in store

[shark92651]

We are listening to the complaints about wait times and this is something we brought online yesterday that we hope will help the situation (although the Governor vetoing SB374 seems to have helped the most in this area). This register is for will-call pickup of online orders or gunsmith pickup, or just to walk in and purchase some parts when the customer knows what they want and doesn't need to ask a sales employee many questions. No firearms transactions will be handled at this register - neither purchase or pickup will be handled here because of the time it takes to process paperwork or to deal with safe handling demonstrations, etc...

Please don't abuse this line - if you start asking too many questions or ask to handle firearms you will be asked to take a number and wait in the general queue. You can take a number if you want, but just form a line in front of this register and someone will either be at the register or someone will get to the register as soon as they are done with their current customer.

[WinstonMonty]

This is just one of the many reasons I shop at riflegear. You actually listen to the customers. Thanks fellas!

[deviljon]

Sweet!

[crazychinaman]

How about some chairs while you wait.

[titan]

Nice!!!

[SuperSet]

This will make a big difference, glad you guys are staying on top of it!

[Chefantone]

Thanks so much for listening! I know your guys would usually grab people in for this time of stuff before when they could but this will be a huge help!

Next up...big screens with the games on during the weekend waits!

[baka]

I'll have to check that bad boy out Monday morning

Ian

[Chefantone]

Express line is great! I went in over the weekend to grab some ammo and test out the express lane. The store was packed like any other weekend but I was in and out with my ammo in about 15 minutes.

[JackRydden224]

People complain but honestly I go to riflegear because the employees always give me the time to hear my noob comments and figure out what I really need for me. It's not RG's fault if I tell the employee the wrong product and ask him to go back to get the right one. If I need small parts I just get it shipped LOL!

[pkc168]

Cool, I just hope some people don't start asking questions here and there and held up the line.

[bubbapug1]

Fellas Rifle Gear does listen and try their best but we all know this line will be abused by the guy who cuts in front of you at Disneyland or spends an hour asking questions to buy a firing pin spring.

It's really up to the rifle gear client community to police abusers and self regulate themselves if this idea is going to fly.

One more suggestion would be a trap door fitted in the floor to allow the salesclerk to just "flush" a problematic time pig into a basement pit full of Komodo dragons and cobras which would be extra nice with a video feed of the carnage to the TV set upstairs for everyone's enjoyment. That also would decrease the possibility of serial abusers of this system.

[maggie06]

Tried it today. Took a # cuz I didn't know about the express. Figured it would take at least 30-45 minutes but then a guy behind the counter yelled out "Anybody here just for parts?". One customer ahead of me, and 5 minutes later, I'm out the door.

New system is going to really speed up in and out times.

[<IXOYE><]

I wish ProForce would do this... Thanks guys.

[Checkk]

so what is the average wait time on the weekend now for firearm purchases?

[wattspd]

Went this Saturday to buy parts only. In and out in under 10 Min. Good Job RifleGear! I can leave my folding chair and cooler at home for now on.

[gsrious]

nicely done.

[ocstag6h]

I've been to the store three separate times in December and observed people taking their sweet time at the Express Line asking questions, checking out firearms, etc. One guy literally spent over 15 minutes (rough estimate) fondling a bolt action and an AR. The very friendly sales associate made no attempt to cut the guy's rambling short. Amazingly, the line of people behind the guy just stood patiently, waiting, waiting, waiting for the guy to finish his chit chat.

Got nothing better to do waiting for my number to be called, so I just stared at the the Express Line people. So much for "Express".

[H2O KLAN]

Every time I have been there, the express lane was super quick and was not being abused by any chit chatters. Just parts and/or ammo and then out the door.

[bajadan]

End 2013 DROS rush will end this month. They will be back to normal soon.

[Baconator]

Nice!

[boukca]

Nice. Thank you for listening to your customers. I really need to visit Riflegear now.

[monsterhook]

I was there yesterday, 2-3 hour wait for your number, end of year dros.

The express lane was just moving along like intended. This place gets super busy for good reasons, knowledgable and courteous staff.

RifleGear Rocks!

[xdcharlie]

Nice indeed! I was in and out in less then 10 minutes I needed a new Roll pin cause I Lost it somewhere dummy mistake on my part but yeah. Keep up the great work RG!

[sl0re10]

cool. Now I can try stopping by for ammo.

[IRISH50]

Thanks for letting us know and you guys have a great store !!!!!!!!!!!!!!

[Mr. Casull]

I was in twice last week to buy a couple of small parts. The first time I waited around about 15min and nobody came around to help out. One clerk was sitting watching a customer fill out a form and twiddling his thumbs. I finally gave up and left. I returned on Saturday and was able to get in and out fairly quickly.

[STEWMAN]

What happend to the express line? I was in there on 11/18 to buy one small part and waited 45 minutes for some assistance wich I finally got because he called my number. I asked a sales person there while I was waiting if anyone can help me out at the express lane and he said it's hit or miss.

[ripcurlksm]

Walked in, waited in express line for 15 min, wasn't helped, walked out, drove to Ammo Bros.

Love you guys forever, I know you're busy which is great, but its impossible to shop at your store unless you are set on purchasing a firearm and waiting.

You should hire a nice, pretty girl and have her dedicated to the express lane <3

[michaelf3]

Express lane is a joke.

[dogcatcher]

Huge fail. I went to RifleGear this afternoon w/ my stepdad to buy a rifle. I walk in and take ticket #54 (now serving 26). I wait over an hour to get close to my number and when they get to 48, salespeople stop calling numbers for 30 minutes as they help 10 people with express lane sales. I saw at leasts one "express" customer being shown FN and DD rifles during their "express" purchase.

I can understand assigning a salesperson to an express register, but to have all available floor personnel helping small purchasers who just walked in the door before helping those who have been waiting an hour. Totally frustrating.

[shark92651]

Originally Posted by dogcatcher

Huge fail. I went to RifleGear this afternoon w/ my stepdad to buy a rifle. I walk in and take ticket #54 (now serving 26). I wait over an hour to get close to my number and when they get to 48, salespeople stop calling numbers for 30 minutes as they help 10 people with express lane sales. I saw at leasts one "express" customer being shown FN and DD rifles during their "express" purchase.

I can understand assigning a salesperson to an express register, but to have all available floor personnel helping small purchasers who just walked in the door before helping those who have been waiting an hour. Totally frustrating.

I can assure you we have never "stopped calling numbers" and put all sales persons on the express lane - there is only one register dedicated to the express lane so how would that even work? We are in pretty much a "no-win" scenario here. If a salesperson pauses between firearm transactions to serve the express lane for a few minutes, people complain that their number didn't get called. When people come in to purchase a quick item, they complain nobody is working the express lane

[dogcatcher]

I am a big fan of RifleGear and buy ALL my firearms there. I bought 4 firearms this month alone but I assure you sharky, SEVERAl of your staff stopped calling numbers for approximately 30 minutes while they helped 10 non-firearm transaction customers. They called out to these customers instead of calling numbers. I personally saw at least 3 employees helping "quick" transactions for customers not holding numbers. I am trying to bring it to your attention so it can be addressed. I was not the only number holder upset by this and waited over 1 1/2 hour to be called.

I would suggest ONE dedicated express register employee but I can assure you, I watched several of your salespeople call customers for quick "non-firearm" purchases instead of calling the next number.

As a customer that drives 50 miles and spends a lot of money at your establishment, I felt like a 2nd class citizen. Will this make me go to Turner's? Nope, but I thought there was room for improvement. I understand small purchases of ammo and cleaning supplies don't want to wait behind time consuming gun transactions, but having more than one salesperson skipping over number holders is not fair to those waiting for their turn.

[ripcurlksm]

Originally Posted by shark92651

I can assure you we have never "stopped calling numbers" and put all sales persons on the express lane - there is only one register dedicated to the express lane so how would that even work? We are in pretty much a "no-win" scenario here. If a salesperson pauses between firearm transactions to serve the express lane for a few minutes, people complain that their number didn't get called. When people come in to purchase a quick item, they complain nobody is working the express lane

I can assure you, most of the time the (great!) sales people are calling numbers not running the express line

For honest feedback, its reached a point where I won't come in if I'm not buying a gun FYI.

If you look at a store like turners they have people working a register near the door and then there is the gun counter. If you want to see a gun you talk to the counter, if you want to buy ammo, etc. you grab it and go to the register. I know Turners isnt anything like your store but having a dedicated register might be worth your consideration in the future.

I'm sure you do the math and know how much you make it gun sales vs accessory/ammo/etc sales... but if its a close margin, you would definitely get more walk in sales if you had an express register

Im definitely glad youre busy however!

[Riflegear]

Originally Posted by ripcurlksm

I can assure you, most of the time the (great!) sales people are calling numbers not running the express line

For honest feedback, its reached a point where I won't come in if I'm not buying a gun FYI.

If you look at a store like turners they have people working a register near the door and then there is the gun counter. If you want to see a gun you talk to the counter, if you want to buy ammo, etc. you grab it and go to the register. I know Turners isnt anything like your store but having a dedicated register might be worth your consideration in the future.

I'm sure you do the math and know how much you make it gun sales vs accessory/ammo/etc sales... but if its a close margin, you would definitely get more walk in sales if you had an express register

Im definitely glad youre busy however!

We appreciate the feedback as we're always looking at ways of improving our customer service and overall customer experience.

[castgold]

Last month I waited an hour 45 for a buffer and spring I paid for online. This will help immensely.

[mr goodguy]

rifle gear fountain valley you guys are the best! everybody I talked to are courteous and very professional in there dealings. I can't believed I was in a gun store.I thought I was in a hospital everybody is so willing to help when you enter the door the first guy on the first booth will great you and asked if he can be of help.( WITH A SMILE ON HIS FACE) they will let you feel welcome to there store. ive asked if theres a gunsmith on site and was told there is. brought my rifle inside and was repaired in less than 10-15 minutes max.my gf wants to have her own handgun so she start asking questions, sure enough we were both listening to this guy(another guy from the store) telling my gf whats a suitable gun for her size,caliber and all that. bottom line is they are willing to spend there time to educate us(customers) if you have someone who is new to shooting this is the best place to come. no ego,no non sense store. ive been to a lot of gun store and this one is truly special. my gf even said she was scared when we went inside but the stress went away as soon as we both get in.thanks again! will be back soon,she will be buying her first handgun next time around. I also have used my rifle and It runs flawlessly

[ripcurlksm]

Originally Posted by mr goodguy

rifle gear fountain valley you guys are the best! everybody I talked to are courteous and very professional in there dealings. I can't believed I was in a gun store.I thought I was in a hospital everybody is so willing to help when you enter the door the first guy on the first booth will great you and asked if he can be of help.( WITH A SMILE ON HIS FACE) they will let you feel welcome to there store. ive asked if theres a gunsmith on site and was told there is. brought my rifle inside and was repaired in less than 10-15 minutes max.my gf wants to have her own handgun so she start asking questions, sure enough we were both listening to this guy(another guy from the store) telling my gf whats a suitable gun for her size,caliber and all that. bottom line is they are willing to spend there time to educate us(customers) if you have someone who is new to shooting this is the best place to come. no ego,no non sense store. ive been to a lot of gun store and this one is truly special. my gf even said she was scared when we went inside but the stress went away as soon as we both get in.thanks again! will be back soon,she will be buying her first handgun next time around. I also have used my rifle and It runs flawlessly

But whats this have to do with the express lane?

RG is a great shop and this isn't a pile on thread

[Head416]

I've been there 5 times in the last 6 weeks, and it's been great every time. Held handguns the first time, then a purchase, then a pickup, then bought a couple lowers, then picked them up. Had great interactions every time. My better half even commented that she was surprised at how friendly and engaging all the guys are. I saw the express line in action now and then, not manned constantly. I didn't have a problem with being bypassed when I knew I was there to have a 20 minute conversation and handle a bunch of guns. The only time I waited more than 15 minutes was picking up the morning after Christmas. Even then it was only 30 minutes.

I guess it's hit or miss on wait times and I've been lucky. But if you're hitting long waits I suggest coming back at another time.

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